The Healthwatch Merton Manager gave an overview of the report and said that the report made some recommendations about how to implement changes to GP services locally. The report has been sent to the Merton Clinical Commissioning Group and they are awaiting a response.

Panel members asked a number of questions including; why can’t people walk directly into surgeries to make an appointment?  What are the issues around   customer service in GP Surgeries?

The Healthwatch Merton Manager reported that people have different preferences in relation to booking a GP appointment so we need flexibility.  Some GP surgeries provide excellent customer services but others do not and we need consistency across all practices.

The Cabinet member for Adult Social Care and Health asked if the report considered collaboration amongst GP practices to provide extended opening hours.

The Healthwatch Merton Manager said there have been talks about this being implemented but it needs to be explored further.

A panel member asked if pharmacies opening times can be synchronised with the opening extended hours in doctor’s surgeries.

The Healthwatch Merton Manager said this it is a sensible suggestion and  we could ask the Merton Clinical Commissioning Group to consider it.

A  Panel member referred to Page 23 of the agenda where the Healthwatch report referred to the “difficulty in making appointments days in advance” and Page 46 of the agenda where the NHS England report says “37% of patients were able to receive an appointment on the same day” The Healthwatch Merton Manager was asked his views on the credibility of the NHS England data?

The Merton Healthwatch Manager said the NHS England analysis was based on appointments made on the same day, which may be a snap shot of experiences. Although overall GP appointments are a massive issue for people.

A panel member asked if there is a geographical pattern in the levels of service across the borough.

The Merton Healthwatch Manager said there seem to be more issues in the East of the borough however we also need to look at this in relation to population density per number of GP Practices.

The Chair asked the Director of Primary Care at NHS England if he wished to comment on the discussion about the Healthwatch Merton Report.

The Director said the recommendations in the Healthwatch Merton report should be directed to NHS England as the commissioners of GP and pharmaceutical services. In terms of access and collaboration amongst GP surgeries, a new pilot  scheme, enabling people to access GP Surgery between 8am to 8pm is about to be launched. 

It is being piloted in twenty areas across the country including Southwark. Although not everyone will be able to see their own GP, the scheme will enable GP’s to have access patient’s data, therefore ensuring a high quality service. There will be opportunities to provide a similar service in Merton with GP practices working in a federation.

RESOLVED

The Panel asked NHS England to respond to the report and recommendations from Healthwatch Merton and share the response with this Panel.